Your guide to Microsoft Dynamics CRM
Customer Relationship Management tools, or “CRMs”, are an essential part of the customer experience landscape. With this technology, companies can build stronger connections with their target audience by getting a better view of their customer journey, the hurdles they have to bypass on the way to a sale, and so on.
Microsoft Dynamics 365 is one of the better-known CRM solutions on the market today. Offered as part of the comprehensive Microsoft 365 ecosystem, Dynamics supports companies in building an innovative strategy for customer service.
Built for the age of modern customer service, Microsoft Dynamics 365 stands out as a modular, cloud-focused enterprise resource planning (ERP) tool, with embedded customer relationship management solutions. You get both your ERP and CRM technology in the same space. There are also integrations with Microsoft Teams, to keep your employees aligned on the same page.
Here’s what you need to know about Microsoft Dynamics CRM.
At its core, Microsoft Dynamics 365 is a cloud-based set of modules designed to help companies build and manage stronger relationships. With data-driven insights, you can make better decisions on how to serve your customers, and even automate various crucial tasks.
Dynamics 365 is a recognised leader in CRM and ERP solutions according to analysts like Gartner, Forrester, and IDC. This is also the tool of choice for many leading brands, such as BMW, Coca-Cola, and Chevron. The CRM features of the solution focus on enhancing customer support. In the “Human Resources” module, employees can submit leave requests through Microsoft Teams, and business leaders can ensure they’re never short on staff.
In the “sales” module, users can examine sales performance metrics and set benchmarks for staff or examine opportunities for valuable relationships. Features of Dynamics 365 include:
The CRM components of Microsoft Dynamics 365 integrate seamlessly with ERP technology, so you can track things like financial investments, projects, and items in real-time.
As Microsoft Teams has continued to emerge as a more essential part of the business environment, Microsoft has also deepened the integration between Teams and Dynamics. You can now connect conversations with agents within Dynamics 365 through Teams.
The Microsoft Teams and Dynamics integration supports real-time contextual and suggested chat options, customer sentiment capturing, and support for working with clients directly in Teams.
Fans of Microsoft Dynamics 365 love the fact that they can access all of the tools they need for customer and relationship management in one environment. Microsoft Dynamics offers a highly customisable modular environment for tracking customer and field service, as well as other essential business data. Microsoft also offers various external integrations too.
You can connect your Dynamics environment to your contact centre system in some cases, or link in things like the Microsoft Power platform, or LinkedIn Sales Navigator. Benefits include:
Microsoft Dynamics 365 is a quadrant leader in CRM and ERP technology. Even if you only use the Customer Relationship Management system, you’ll benefit from an aligned, single point of truth for customer data. This makes it easier to access all of the lead, opportunity and customer information you need in one environment.
Microsoft Dynamics is the perfect choice for a company with an investment in the Microsoft ecosystem already. The technology works fantastically with other Microsoft tools, like Teams and Power BI, and the interface is extremely straightforward, making it easier for employees to jump straight in. As Microsoft continues to invest in its technology, Dynamics will only continue to evolve with new access to insights, AI, and productivity-boosting tools.